Trigger condition example

A trigger condition is configured as follows:

  • Assessment:Service Desk Satisfaction Survey
  • Table:Incident [incident]
  • User field: Caller
  • Repeat interval: 30 days
  • Active: true
  • Trigger randomly: false
  • Related Field 1: Assigned to
  • Related Field 2: Problem
  • Condition: [State] [is] [Closed] [or] [State] [is] [Resolved]

Fannie Steese is the caller on an incident that is assigned to Boris Catino, a service desk technician. Boris creates PRB010101 based on Fannie's complaint and closes the incident. The system creates a survey instance assigned to Fannie so she can rate her satisfaction with the incident experience.

Because two related fields were selected as part of the trigger condition, the survey instance stores the following information from the incident:

  • Related record 1: User: Boris Catino
  • Related record 2: Problem: PRB010101

Note that even though the trigger condition is set to be triggered each time that the conditions are met, the Repeat interval setting ensures that Fannie does not receive another survey another of her incidents closes within 30 days of the first incident.